Technical Support Specialist
Wavetronix
Technical Support Specialist
Wavetronix
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida, Tennessee, Utah
Visit company websiteSalary
💰 $19 - $28 per hour
Job Level
Mid-LevelSenior
About the role
- Provide world-class support for Wavetronix products on the phone, via email, and in person.
- Document and track all customer interactions in CRM, including cases, activities, and communication.
- Track and update RMAs providing reports/updates to customers and internal teams.
- Demonstrate expert-level knowledge of all Wavetronix products, including hardware, software, drivers, and licenses.
- Install, configure, troubleshoot, test, repair and service Wavetronix products and technical equipment.
- Provide support for on-site installation/configuration of products and diagnose technical errors or problems.
- Document processes, produce detailed trip reports, and maintain CRM knowledge base.
- Collaborate with the team and cross-functional teams to share information and ensure final resolutions for support issues.
- Comprehend customer requirements, make appropriate recommendations, and escalate support issues when necessary.
- Provide technical training on products to customers, both in the field and in-office.
- Vet customers for access to the Wavetronix customer portal, assign access levels, and update accurate information in CRM.
- Maintain an expert-level understanding of Dynamics 365 Customer Service.
- Work flexible shifts, adapt workflow to changing project schedules, and travel to multiple locations.
- Perform other duties as assigned and support other teams.
Requirements
- Previous experience in a similar technical support role.
- Strong technical background with a technical degree or certifications (IMSA Signal Technician Level I or Level II (Field) a plus but not required).
- Excellent problem-solving and troubleshooting skills.
- Proficiency in using CRM systems, preferably Dynamics 365 Customer Service.
- Knowledge of networking concepts.
- Exceptional written and verbal communication skills.
- Ability to work independently and within a team.
- Willingness to travel to multiple locations as required.
- Self-motivated and driven to achieve customer satisfaction.
- Strong organizational and time management skills.
- Ability to communicate effectively via email, phone and in person.
- Willingness to work onsite M-F 5am-2pm MT/6am-3pm CT/7am-4pm ET.
